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Experienced Client Relations Representative, Retail Banking

2 months ago


Los Angeles, California, United States HomeStreet Full time

Salary Range:
$28.17 (Compensation may vary based on expertise, skills, and geographical location. Certain positions may qualify for bonuses, commissions, and/or equity awards.)

Benefits Overview:
Comprehensive medical, dental, and vision plans for employees and their families
Life insurance, disability coverage, and family leave
401(k) and Roth 401(k) plans with employer matching
Wellness initiatives, employee assistance programs, "Commute Trip Reduction" (CTR), and various employee discounts
Generous paid time off, including vacation, sick leave, 11 holidays, and 16 hours of paid community service leave
Exclusive employee checking account and home loan discounts
*Eligibility for benefits applies to employees working 20 or more hours per week.
EO/AA Employer, including Veterans and Individuals with Disabilities.
Qualified candidates with arrest and conviction records will be considered in accordance with legal requirements.

California residents may have specific rights regarding their personal information, which includes any information that identifies, relates to, or could reasonably be linked with a particular California resident or household.

For more details about our data collection practices and location-specific notices, please refer to our privacy policy.

Position Overview:

ROLE SUMMARY:
This role is pivotal in acquiring, retaining, and expanding customer relationships. The Senior Customer Service Representative delivers outstanding customer service by managing the customer journey from initial engagement with HomeStreet Bank through understanding their banking and borrowing needs and suggesting suitable products based on a comprehensive knowledge of HomeStreet's offerings.

Responsibilities include providing a range of teller services such as processing deposits, withdrawals, and account maintenance. Consistently delivering superior customer service is paramount.


Key Responsibilities:

PRIMARY DUTIES:
New Accounts/Sales Initiatives
Conduct thorough interviews and assessments of customers to recommend suitable banking products and services.
Collaborate effectively with other departments within the Bank to identify sales opportunities and enhance the customer experience.
Handle complex transactions such as account ownership changes, living trusts, guardianship accounts, and estate assignments.
Facilitate consumer loan origination, acting as the customer's advocate to ensure timely processing.
Manage the opening and closing of various customer accounts, including checking, savings, money markets, certificates of deposit, and IRAs.

Where applicable, actively pursue all sales opportunities, cross-selling bank products and services to both new and existing customers, ensuring that recommended products align with customer needs.

Make referrals to other business units for non-banking products.
Engage in sales initiatives to attract new customers.
Meet sales targets for financial products and services to achieve referral goals and performance evaluations.
Maintain an in-depth understanding of bank products and services.
Service Responsibilities
Set a standard for the CSR team in customer service and advocacy.
Listen attentively to customers while maintaining a friendly, positive, and professional demeanor. Resolve challenging situations with creativity, tact, and diplomacy.
Support branch lobby management.

Exhibit proficiency in delivering exceptional customer service using the STAR (Seamless, Trustworthy, Attentive, and Resourceful) qualities, whether in person or over the phone.

Address challenging situations by following the HEAL guidelines: Hearing out the customer, Easing the tension, Acting to improve the situation, and Leaving a positive impression.

Seek opportunities to pleasantly surprise customers by exceeding their expectations and making them feel valued.

Participate in two community events annually.
Teller Responsibilities

Execute daily teller functions such as processing deposits, withdrawals, holds, loan payments, traveler's checks purchases, stop payments, telephone transfers, direct deposits, cash advances, sight drafts, verifications of deposit, ATM card requests, wire transfers, and other related tasks.

Independently balance cash drawers and maintain records in compliance with HomeStreet's policies.
May be responsible for managing vault cash, adhering to guidelines for limits, cash shipments, and daily balancing.

Effectively handle project responsibilities such as processing and balancing ATMs, balancing traveler's checks, daily branch balancing, Customer Information System input, branch supply orders, and monthly branch report generation.

Assist fellow CSRs in completing work assignments and balancing.
Operational Responsibilities
Participate in branch audit functions.
Adhere to HomeStreet's policies and procedures while meeting regulatory requirements.
Perform other duties as assigned.

QUALIFICATIONS:


A minimum of 3 years of experience as a CSR/New Accounts Representative or equivalent, along with demonstrated expertise in a banking or retail operations environment.

Proficient technical skills to operate teller software, Word, Excel, and other banking-related computer applications.

Strong customer relations skills with the ability to communicate and collaborate effectively with both employees and customers in a positive manner.

Must be a self-starter, reliable, and capable of working under pressure to meet deadlines.
Possess excellent judgment and the ability to handle confidential information responsibly.
Ability to work efficiently and accurately, analyze information, and make informed decisions.
Exceptional written and verbal communication skills are essential.
A high school diploma or equivalent is required.

PHYSICAL REQUIREMENTS:


Must be able to operate teller and office equipment, including computers, adding machines, telephones, typewriters, copy machines, fax machines, electronic credit card authorization terminals, and security devices.

Requires the ability to exert up to 10 pounds of force occasionally (1/3 of the time) and a negligible amount of force frequently (up to 2/3 of the time) to lift, carry, push, pull, or otherwise move self or objects.

Frequent sitting (up to 1/2 of the time) is required.
Occasional walking, standing, bending, and reaching for brief periods.
This Position Description may evolve based on corporate needs, position demands, or individual performance.

Changes may occur to the Functions or Requirements of this position as necessary.


Area:
Customer Service (Sales)